Highly recommend! I had 2 fireplace projects for my house, 1 contemporary built in electric 3 sided fireplace and the other being a traditional see through. I went with Corrine initially for the first project and was super happy with the result, and ended up doing the second project with them as well. Corrine helped me since the initial design phase, and all the way to choosing the right product that fit my design. And their craftsmanship is superb. read more

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Great experience. Replaced a wood burning fireplace with a gas fireplace and a stone mantle. Gerard is very knowledgeable in gas furnaces . He caught a manufacturing defect in a part on the gas furnace. MFG replaced the part and reimbursed me for the inconvenience. Gerard is also a master stone craftsman and did a fantastic job on the stone mantle. Also Corinne made a stone trim recommendations that added the designer touch to the fireplace. Highly recommend. read more

The Fireplace Element - Fireplace Services Near Me - Mountain View, California

I called Corinne to let her know I was coming in. When I got there Corruine indicated she was busy and I waited about 15 minutes for Tristan behind the counter to help me. I was very open and honest about the servicing I needed on our 20-year-old vented gas logs and burner - a simple replacement gas line valve. I spoke with Tristan at length (30 minutes) about our specific needs for cleaning and service and provided multiple pictures and explained the unit was in working order - we just had a leak from the emergency valve. I was quoted a rate of $375 and scheduled. I got an email from Corinne the next day canceling the appointment indicating they would not service my unit. Given that 1.) the unit was already in working order and 2.) only needed a gas line replacement, and 3.) they indicated a cleaning was included in their price, and 4.) I called before I went in person and spent a lot of time deciding to replace the whole unit or just repair the line, this was an incredibly disappointing and upsetting experience. When I do replace the unit, I will not be doing so with The Fireplace Element. FWIW, after receiving the cancelation email, I called F&S FIREPLACE SYSTEMS and they quoted me $275, $100 less than the canceled quote from The Fireplace Element and am scheduled for next week. read more

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There's a fair number of other reviews which are similar to my experience. The repairman showed up 4-5 hours late with no notice. He spent some time fiddling around and said I would need to replace most of the fireplace. I had to chase down Corinne for followup and she finally said that it would cost more than $2000 to get parts and do the replacement. I called up another fireplace repair place (F&S Fireplace), they set up an appointment, were on time, figured out the problem (clogged pipes because of dead spiders), cleaned out the pipes, didn't need to replace anything and everything was fixed for $300 within 30 minutes. I did originally buy my fireplace from Fireplace Element 15 years ago, and it's lasted this long, so I don't have anything to complain about buying a fireplace, but in terms of getting it serviced, I think it's probably best to look elsewhere. read more

We are so lucky to have found Corrine and have them build and install our beautiful electric fireplace, granite and mantle. They are masters at what they do and I highly recommend them! read more

The Fireplace Element - Finished fireplace! - Fireplace Services Near Me - Mountain View, California

My experience with this company has been incredibly frustrating. Unfortunately they're one of the few companies in the bay area who can service my unit. I am an interior designer with 14 years of experience. They were very quick to come out for the first service and bill. Very quick to order parts and then For months there was no communication about whether the parts arrived or when I was going to be put on the schedule. They didn't come back for three months. I I called pleading so many times. I could not at this point go with another technician since the service person had uninstalled a part & I had paid $650 for the parts & $600 for the service. They canceled/no-showed two appointments where I had to take the day off & sit in an empty house (job site) waiting. When they finally showed up for the installation they were 3.5 hours late. It has only been a few weeks and one of the two fireplaces stopped working. It's a problem with the cheap remote they installed. I called them but I don't expect a call back. If anyone had a similar experience, let me know I will update the date this review if I get a call back but my advice would be to go anywhere else! there is another fireplace shop in South San francisco that is great. note: the repair man was knowledgeable I think the main problem is with whoever is working the phones and scheduling just lies. When I called after three hours of waiting (my third time) They were screening my calls rather than telling me if & when he was going to arrive. I know this because my general contractor called them & they answered his calls. It just seems like they do not care at all about the customers. read more

The owner was very knowledgeable when she helped us in the store, talking about the pros and cons of the different units. We wanted a natural gas fireplace insert that could heat at least the room it was in, using no electricity at all. A backup for cold nights during power outages. She pointed us to a great unit, and now that it is installed, it looks even better than the catalog photos. During our test run, we could feel the heated air even halfway down the bedroom hall, so it more than achieved its goal. They arranged for installation, and it was well done. When we smelled gas the next day and freaked out a little, they were very nice about coming back for free and testing for gas very carefully. They had done a fine job, no gas from the unit. We figured out later that the gas smell was from our BBQ grill--the propane tank hose had cracked at the valve and the smell had drifted in an open window. I give The Fireplace Element an all-round thumbs up on everything--great service, quality work, and high quality products to choose from. read more

Incompetence all around. Poor order time management, appointment reliability, limited product knowledge, long-winded and unnecessary excuses. Painful all around, avoid at all cost. read more

We went to this store first in our search for a good way to replace our wood burning fireplaces. We spoke at length with Devin and then with another salesperson, and finally, Corinne, who seemed to know the most. While they were friendly and helpful at firstl, we discovered when we went elsewhere and also researched things online, that a lot of information had been left out. When we called with questions, the calls were either not returned or it was not clear that they had the answer (message left). Given that we were actively looking to replace two wood burning fireplaces, that seemed short sighted to me. Once we moved on to another store, we got the information and prompt service we were looking for and are now happily enjoying our fireplaces. read more

It started when I wanted to this company to fix the pilot-light on my gas fireplace. The person they sent out said he would order a new part and I paid him $600. When he came back he had the wrong part and said he could modify it. He returned after modifying it and spent about 3 hours working on it, Them he asked me where to turn if off the fireplace. What! it is a pilot-light fireplace and it is turned on and off by turning the gas on and off; since he does not know this then he should not be in the business! The end result is the fireplace now does not work and I have to buy a whole new unit since he ruined my existing fireplace with his "modifications". Avoid this company at all costs. read more

I bought a Moderno 5 firepit from The Fireplace Element even though their price was 15-20% higher than most online retailers (I assumed a brick and mortar place had better customer service). And the team there did answer their emails. They however did not deliver great customer service. The firepit was delivered in 4 - 5 months instead of 2 and setting up delivery was horrible (they ended up delivering the pit at a different time than was scheduled...when no one was there to accept delivery). When we opened crate to install the firepit there was a slight chip in the concrete that expanded to a quarter size chip when touched (the whole pit seemed a little brittle). When I asked them if they wanted to replace it or pay for repair, they took no ownership as 'they have never seen an issue with Moderno pits before'. I would look elsewhere. read more

Complete end-to-end service to provide and install fireplace and hearth. The result is fantastic! It is hard to find a natural stone fireplace, and even harder to find someone to install it. Gerard did it all, and even reworked the baseboards and flooring around the fireplace for a complete finished result. I cannot emphasize enough how unique it is to find someone who will both provide and install a natural stone fireplace. The quality and level of service are unmatched! read more

The Fireplace Element - Fireplace Services Near Me - Mountain View, California

So I have dealt with this particular company several times in the past. I too wanted to support a local company. But I will never go to them again. They are snobby, pushy, and don't listen to your needs or wants and they don't want to teach you anything. They just want your money. I hate writing reviews like this but a company like this shouldn't have reviews like this. It's a shame we have very few places to go to when it comes to fireplace parts and design. Sad. read more

We worked with Corinne and Gerard. They really know what they are doing. They seem to know the ins and outs of many types of fireplaces. When our general contractor improperly installed our Napoleon fireplace, they insisted it was an issue with the fireplace and not their install. So I called TFE and got to Corinne. She is very knowledgeable and was able to identify several issues just over the phone. We got them to come out to fix the problem. Gerard was able to repair without opening the wall. I appreciate that they do know how to repair the fireplace issues. What I did not like was the constant follow up on my side. 2-3 emails and phone calls to get things moving every time. They seem understaffed as well so scheduling was an issue. There were moments that we felt Corinne's personality was too abrasive. So as long as you can understand that then it shouldn't be an issue. However, there were more times that we felt she was trying to be professional. Our contractor and her had vigorous conversations at times. So yes there's room for improvement hence the 4 stars. Other than those concerns, we appreciate their efforts and honesty throughout the process. read more

I bought a Portos firepit from The Fireplace Element as I wanted to support a local business, particularly during the pandemic. Ultimately I am happy with my purchase - but I was dissatisfied with the customer service. The firepit took longer than expected to arrive but that's understandable given everything going on. However what was disappointing is that the team was not very proactive in their communications. I had to email/call for updates - with very little being sent proactively. At one point I went to the store to try and move things along but Corinne wasn't in that day - and unfortunately although I discussed this with another salesperson, the message never got back to Corinne so that was a wasted visit. The most disappointing part was the delivery. I've never bought a firepit before - and assumed when they delivered it they would put it in my back yard. The first time they brought the firepit they wanted to leave it at curbside. It was not possible to bring it to the back yard - as the firepit was horizonal, rather than vertical on it's side (so it wouldn't fit thru the gate), and the two guys didn't have any plywood that they would typically use to move it. They took the firepit back, and didn't call to discuss or reschedule. As such I called back and at that point they explained there would be a $450 fee to take it to my back garden. So we rescheduled and they brought the firepit back (in a vertical position). The two guys were great moving it to my back patio - and I can appreciate that it is extremely heavy and would have been very difficult to do myself. The issue I have is they never proactively discussed delivery process, options or delivery costs with me when I bought the fireplace, or when it arrived at their showroom. Was I really supposed to expect curbside and that I'd just somehow get it into my yard? One of the main reasons I chose a "brick & mortar" business was that I thought I'd be better "looked after" thru to having a working firepit. Now that I have the firepit in place I like it a lot and it looks good - but the overall customer service experience left me disappointed. read more

We worked with Corinne and Gerard to design and install 1 stove and 2 fireplaces (replace old wood burning with gas burning). They were both very pleasant and honest, a true example of professionals. The projects were completed on time and cost stayed as quoted. They took care of permits. Very clean through the removal of old and installation of new. Thank you for a job well done! read more

What a wonderful and responsive organization to work with. They replaced my old wood-burning fireplace with gas inserts. Wow-what a difference in my house. We love it and highly recommend them. Great, great jobs guys! Jim and Jenny read more

The fireplace technician failed to install the code required sheet metal stop at 10' intervals, in the chimney flue piping system. This meant that we had to open up and rebuild the wall again. This meant another site meeting with the structural engineer, etc., etc. $$$$. This was a standard building code requirement that they did not follow. The county inspector required that this be dealt with, so the fireplace element sent out its tech again. When the tech arrived to install the sheet metal stop, he complained that my contractor not left a tall ladder. A fireplace flue installation tech who does not bring a ladder - unbelievable! "Great," he said when I told him that they had not left a ladder in place. After he got inside, and after complaining, he said he didn't need the ladder! So I have to pay my contractor and pay the structural engineer more money because the fireplace tech didn't do the job right the first time. I told the tech this, and he told me to "go fuck yourself." I'm waiting to see if Corrine takes any steps to deal with this extra money her company has cost me. I will update this review for any further activity. read more

Corinne helped us select a beautiful linear fireplace that fit perfectly with our vision for our remodeled home. Unfortunately our contractor and architect weren't sure exactly how to build the new firebox for the fireplace and do it in a way that allowed for a TV (and supporting wiring) above the fireplace and in front of the chimney/heat channels. Corinne worked with the architect and contractor to help understand what was required. (The fireplace was from a European company and a bit different.). Fireplace Element performed the initial installation once the framing structure and gas & electrical were in place. They didn't actually connect it but just made sure everything was in place for when they returned for the final install. The did the final install efficiently and made sure everything was working right. It turned out great! We absolutely LOVE our new fireplace! It produces abundant heat and is the most beautiful fireplace around (especially with the deep black reflecting panels). Thank you Fireplace Element! read more

Corinne is the best person to talk to in regards to a fireplace project. All the questions I ever had about fireplaces, mantels, fire pits or even fire rocks were always answered in a professional manner. Corinne is also very helpful when it comes to interior designing and making sure everything flows. Corinne will never sell you on anything, she will simply give you her genuine opinion and be brutally honest with you. Great team of professionals to work with. read more

I have never experienced such a poor customer service from any other contractor, vendors anywhere,they came to my house to inspect a previous contractor installation of my new fireplace, I wanted professional to check it,they told me that they can do the job no problem they've sent me an agreement, I've been waiting 4 weeks for them to work and take care of my fireplace but then when they arrived to work on it they decided that they can not do it and be responsible for the work that was done,so why would you let me wait a month if you couldn't do it from the get go Now when I'm trying to get answers they don't have an answer,they tell me they will call me back but no one never calls you back from this place read more

Beautiful executed project (modern European fireplace) right on time and right on budget. I found so easy to deal with this company: Gerard, Corinne and Rosie we all extremely kind and knowledgeable. We installed the fiwhile I was going back and forth on business trips to Asia and NYC and they were very flexible to communicate via email and text. I highly recommend them! read more

The Fireplace Element - Fireplace Services Near Me - Mountain View, California

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They upgraded two fireplaces to gas with remote starters. The end result is really cool-- when it works. Unfortunately, the hardware requires frequent tweaks, battery changes and service. We're now told by Corrine that the devices we purchased (from them) were not well designed and are susceptible to malfunctions related to heat! (great design...) Twice when I have called, they seem to have "lost us" in their system and don't know what we have installed here, claim they have never worked with us. Eventually she gave us an appointment for service on a Saturday morning. I waited all morning for a service call that never arrived. No phone call, and nobody picks up the phone at the store on Saturday morning, the time of the appointment. I guess the store is open on Saturday in the winter only. I called the following week. I was told "I don't have any idea why he didn't show up. (I'm pretty sure the service guy Gerard is her husband...). She made me another appointment, almost 6 weeks out. He arrived and looked at the problem, agreed it was related to heat, rearranged the fireproof fluff to shelter the valve from the heat a little bit and said to hope for the best, or replace the whole thing with a newer model. I asked him how much for the fluff adjustment, he said "no idea, that is up to Corrine." He's sort of chill, I liked him when he did show. Two months later I got a bill for $170. These things are fairly expensive, I would expect better service and professional followup. Answer your phone. Arrive for an appointment, or at least call and say why you aren't. Tell the service charge up front. These are basic professional practices! read more

Kerry just serviced our gas insert and he was awesome! Went out of his way to clean the insert, repair everything quickly and efficiently and even cleaned the glass with windex before he left "because it looked like it just needed it." Kudos to Kerry - great work! read more

Not a fan. A few years ago, we saw an ad for the Fireplace Element showing a photo of a modern fireplace and mantel clad in large, concrete tile slabs. Wanting to replicate this look in the house we were remodeling (back in 2006), we visited the Fireplace Element and ordered the tiles after the sales representative promised the following: (1) a set price, (2) that the tiles would arrive within 2 weeks (from a supplier in Canada), (3) that Fireplace Element's "master artisans" would install the tiles on our fireplace within two months of the order (the timing was important because it had to be scheduled around the rest of our house remodel), and that the installation was "definitely a one day job." None of these promises were kept. We received a call from the sales rep a few days after the order was placed to tell me that the Canadian supplier had upped the price of the tile and that we had to pay the difference. Then, after two weeks went by with no word about the tiles arriving, we called the Fireplace Element and were told that the tiles never shipped from the Canadian supplier because "their computer system was down." Four weeks after that, the tiles finally arrived, but then the Fireplace Element didn't show up for the scheduled installation. (The excuse, offered only after we called: "Our truck broke down.") When they finally arrived the following day, the installers stayed for an hour, and in that time, they took out the screws from the house's fuse box (to plug in a tile saw) and then disappeared for hours, making it impossible for our contractor to do other work around the house. When the work finally commenced, the installers did half the job, and then the installer/owner told us they needed to "pick up more grout from the store but will be right back." They were gone for six hours while we waited for them to return. Finally, we called the Fireplace Element, and the installer/owner picked up the phone. "The store was busy," he said, "so I decided to stay here and work. I'll be back at your house tomorrow" (a Saturday). We told him we'd be away from the house most of Saturday at a wedding, so he agreed to come back on Sunday instead. Saturday night, we got back to the house to find an angry message taped on the door by the installer, saying that he had come by and waited for us on Saturday. (WTF?) The job ended up taking much longer than promised to complete, and we wanted to tear our hair out every time we had to deal with the people at the Fireplace Element. The only 2 reasons I'm giving the Fireplace Element one star is that: (1) Yelp doesn't allow ratings of zero stars, and (2) I have to admit that, in the end, after all the frustration, rudeness and bizarre behavior, the fireplace ended up looking pretty good (though I'm sure other places could have produced the same result without all the agita). read more

Good products. Terrible service. I'm very happy with the fireplace insert I purchased, but I would not buy from them again. The products are good, but their service is terrible. Getting confirmation on if the permit had been issued and when the installer would be at my home proved immensely difficult and required many phone calls back and forth. This is a high-end product and I expect high-end service. I didn't get that. The install work failed inspection two times, to the point where the city inspector wrote down information to write them up for poor work. It took three inspections and four scheduled inspections just to get the inspection to pass. All in all, I'm happy with the fireplace, but the process of getting it installed and getting the work properly inspected left me with a terrible taste in my mouth. In the future, I'll probably just find another dealer of the products that they carry. read more

Guess it's hit or miss at this place. I had fun while in there. It has a nice selection of items to look at and get a feel for what it will be like in your yard/house. 1 star for good selection of stuff. The customer service is questionable though. I explained that I wanted a log burning outdoor fireplace. I said I have stubbed in gas plumbing for a future gas only fire if logs become a hassle. She did not suggest a log lighter. The installer came out and promptly said, you have the wrong equipment. Then he said why didn't she sell you the log lighter, and I said, I'm not sure. So now, the guy would have to come back out to install that item as well. The two hour appt. was closer to 30 minutes in reality. But we were charged for 2 hours. When asked about this, I was told the installer charged them 2.5 hours. So it was my word against theirs. They were very rude about it on the phone, as if I had to prove this or something. I called back to ask if we could order the log lighter, which we would pay for, and have the guy come back and install it at no charge. They never called back. I called them and since the person I was working with wasn't there I was asked to call back. When pressed she said she would take my number but that "there are a lot of numbers on 'her' desk so it might take a while to get back to you". I'm a paying customer who has already dropped a bunch of money at your store and I'm looking to spend more. I'd think in normal circumstances, you would WANT to take my number and make sure I was called back. UGH. Needless to say, I gave my number and was never called back. Sorry, I really wanted to like you Fireplace Element but customer service trumps good selection any day. I'll take my business elsewhere from now on. read more

Thank you for the amazing service!!! You helped me consider all my options and buy a quality product at a great price. Grateful for such a beautiful fireplace and for your patience and going out of your way to come to my home to check my measurements. read more

I went here in January '08 when I was given the assignment of researching gas fireplace inserts for my office building (a 100 year-old Victorian house). Given the measurements of the fireplace, the nice ladies at the Fireplace Element advised me to demolish it and reconstruct a fireplace opening with standard measurements. That is to say, they tried to help me find a solution and I appreciated their effort. One day, I will have a wood burning fireplace insert installed in my own home. I will no doubt return to the Fireplace Element. read more

Horrible. I have rarely seen such unprofessional behavior. I thought i would hire this family owned business to get a personal treatment, and boy did i get it: Lies, late show up, incompetence, misquotes, failed inspections, amateur behavior, defensive attitude. To top it all, they ended up not performing the job I hired (and pre-paid) them for. What a waste of time and energy. There are plenty of professional installers in the area. Don't get fooled (like I did) by the Fireplace Element. (Happy to go in further details at anybody's request.) read more

LOVED this biz! Their expertise and service are unsurpassed. Wow! Everything start to finish was excellent! If you are looking for professional, dependable, efficient service, look no further. We needed competition on a custom-made gas fire pit in our newly landscaped backyard. Our landscaping contractor abandoned us and the Fireplace Element folks came to our rescue. They guided us as far as stone top choice, gave us a reasonable quote, and completed the project on time and well within our price range. I am sooooo grateful to this biz and for their expertise. Merci beaucoup Fireplace Element! Bien fait! read more

Gerard is a true artist. He quickly understood our love for modern, simple lines and recommended designs that fit really nicely with the rest of the house's designs. He built a very large aluminum frame for the gas powered fireplace that created a beautiful, remarkable addition to our formal living room. The work took longer than expected as Gerard wouldn't settle for anything but the highest quality and smoothest finish. read more

I popped into the Fireplace Element because I had this little sparkle of an idea that I would like to convert my standard wood burning fireplace into a gas burning fireplace. I was simply tired of the work and mess involved with firewood, and feeling guilty about the smelly pollution my fireplace was making. I became completely inspired by the beautiful solutions I found at the store, and the manager Corrine was very helpful in showing me the pros and cons of each possiblity. In the end, I purchased a gas element and tray, and lava rocks to cover the coil. I hired my plumber to run a gas line to the fireplace, and hook up the tray. It is a simple, modern and elegant solution, and I have enjoyed having an effort free fire in my living room fireplace all winter long. A big thank you to Corrine! read more

We decided to have a gas fireplace insert installed and had enjoyed using Kingsman inserts at some vacation locations. We sought a local dealer and got multiple quotes. We chose The Fireplace Element for the install, and they quoted the complete job including gas and electrical along with a custom surround. We had the contractor who was helping us do some remodeling do the gas and electrical, but had Gerard of The Fireplace Element do the rest. We chose the Direct Vent type of insert (two ducts up the existing chimney, one inlet, one exhaust), and opted for fan and remote control. The installation was one day in 2009, and we have been extremely happy with the result ever since. We often use only the fireplace to heat that end of the house on cold mornings/evenings. We'd definitely recommend this enhancement and their installation. read more

Horrid. They take your money, never deliver product & do not return phone calls. Avoid! Save yourself the headache & the inevitable credit card dispute read more

It's not every day that you experience the customer service of a small business working diligently on your behalf to correct a manufacturer's mistake. Corrine, Gerard, and their son did this for me, and had a replacement unit installed at the earliest possible time for me. Don't hesitate to give them your business! read more

Excellent job - courteous, flexible, easy to wok with and GREAT result. !!! Highly recommend read more

The Fireplace Element - Outstanding job - clean, friendly, courteous flexible with schedule and Great Final Result !!! - Fireplace Services Near Me - Mountain View, California

We are an architectural firm and we often send our customers to visualize potential fireplaces at this shop. Corinne has been extremely courteous in teaching both us designers and the home owners about the pros and cons of the different models. The husband is a true artisan and can carve any shape out of real stone. Also the showroom is very nice, with lots of more contemporary models, especially for the outdoor models and that's what I am looking for, fresher, modern ideas. I'd highly recommend talking with Corinne about all the new available options that are constantly released. read more

The team was fantastic and was on top of it and knew everything that will be going on. Very pleasant to work with them. Fireplace will now get a lot of use and looks so nice....I have a rugged stone faced fireplace and I chose the Jordan Series of Kozy Heat (Rockford XL with titanium convex front). read more

I am very happy with my new fireplace, Gerard and Corrine helped with choosing the right model. We wend through number of different places to get estimate and The Fireplace Element was the most reasonable. It took us awhile to figure out what we really want and need and they were very supportive, provided quotes for all our requests right away. When the fireplace unit was ordered, they scheduled the installation and came over on time. It took them two days instead of estimated one to do the installation, but they kept it on budget anyway. When the little problem occurred, Gerard did come over on Saturday and fixed it on the spot. I find them very reliable and reasonable. Thank you Gerard and Corrine! read more